Products

Featured Virtual Agent with agentic reasoning in the October release, and what it means for you

The October 16th release for Now Assist in Virtual Agent brings changes that will affect customers who upgrade to Yokohama Patch 8 or Zurich Patch 2. If customers do not upgrade to the latest patches, there are no changes. If a customer upgra...

Article

Featured Platform Analytics Enablement Toolkit

Platform Analytics: Performance Analytics & Reporting is now a unified experience within the platform, allowing a single entry point into analytics. Maybe you are wondering, what is the Platform Analytics experience? Check out the short video be...

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Featured Zero Copy Connectors are here: Unlock real-time enterprise data without the risk

Zero Copy Connectors are here: Unlock real-time enterprise data without the risk Every day, enterprises spend enormous amounts of time and resources just to move data around; syncing it across systems, replicating it into lakes and warehouses, and...

Article
Workflow Data Fabric
Zero Copy Connectors

Featured How To Strategically Incorporate AI and Automation Into Your Company

How To Strategically Incorporate AI and Automation Into Your Company Author: Teresa Purdy Throughout my career, I’ve focused on building and leading effective teams and I firmly believe all leadership starts with empathy and understanding your pe...

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Document Intelligence
Generative AI
Predictive Intelligence
Task Intelligence
Virtual Agent

Featured Important Update on Legacy Reporting and Analytics with Australia Release

Subject: Important Update on Legacy Reporting and Analytics with Australia Release Dear Valued Customers, We would like to address some concerns and provide clarity regarding the upcoming upgrade to the Australia release and its impact on your report...

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Australia
Dashboard
Migration
Performance Analytics
Platform Analytics
platform analytics migration
Upgrades

few users not able to see work notes for incident and sc_task

Hi all,Few users not able see work notes for incident and sctask is this a role related issue, those users have only read-only itil but they are managersplease suggest

Question

Resolved! Issue with HTML field – users can’t update values (Zurich release)

Hi everyone,I’m facing an issue with an HTML-type field in one of my tables. Non-admin users — who have access to the table and its fields — are unable to insert values into this field when creating a new record, or update it in existing records.At f...

Question
ACL
field
html

Resolved! Unable to configure an SLA for a catalog item because its variables do not appear as selectableoptio

I am trying to configure an SLA for a specific catalog item on the catalog task table, and the SLA needs to be triggered based on the value selected in one of the item’s variables. However, when I go into the SLA Definition and attempt to set a con...

Question
ITSM: General

Workspace contextual sidebar customization for Smart Assessment

Hi, We have a requirement to add a new card under the Scope section on the Smart Assessment form while taking the assessment in the Operational Resilience Workspace.We reviewed the existing Contextual Sidebar, but didn’t find any configuration relate...

Question

Monetary benefit missing in new Project Workspace - Financials

Hello experts,In the classic project workspace, under Financials, it is possible to view also the monetary benefitIt seems to be missing in the new project workspace, under the Financial, is SN planning to add it there in next release or can it be co...

Question

Unable to find Software Asset Management – Machine Learning Normalization

Unable to find Software Asset Management – Machine Learning Normalization in ServiceNow HI Support Portal or in Store. Is the Plugin Decommissioned by SN ?The SAM PRO with Workspace plugin is already active in instance.Normalization of data services ...

Question

How to Configure Major Issue Management for Case Types?

When I try to propose a case type record as a major case, the system automatically creates a base case as the major case instead of using the selected case type. I couldn't find any official documentation to configure it for case types.

Question
Case Management
Customer Service Management

Limitation in Hybrid Projects: Agile Phases Only at Top Level?

Hi everyone,I’m working on structuring a project in SPM (ServiceNow) and I’ve run into a limitation I’m not sure how to handle. I created a hybrid project so I can use both Project Tasks and Agile Phases. Ideally, I’d like to create a Project Task an...

Question

Modeling Concept of an MPLS Layer 3 VPN Service in TNI with the ‘Network Service Instance’ class

The Purpose of this Article (what’s in the article and what’s not) What this covers: Concept for modeling L3VPN in TNI. The three-layer NSI pattern (global service > VRF > Network Service Endpoint). How NSIs sit on top of infrastructure CIs. implemen...

Article

Resolved! Azure Stack HCI Discovery Help

Hi all, I'm looking for guidance on Azure Stack HCI discovery. We have full Azure discovery running however I'm losing sight of previously discovered on-prem servers as they are migrated to HCI. I am struggling to find any documentation on this topi...

Question

How to distinguish between Standard SPM and SPM Pro?

Hi my client need the overview of what can be implemented in the SPM Standard version and difference between Standard SPm and SPM Pro.Client focuses on managing resources, their real-time work visibility and allocation. And want to forecast the futur...

Question

How to find how many users are using the Now Agent App in the production instance?

Hi Team,We would like to identify how many users are actively using the Now Agent App in our production instance.Is there a recommended method or report to check the number of unique users who have logged in through the Now Agent mobile applicationI ...

Question

URGENT :Calculating Duration of an SCTASK & RITM.

I want to calculate "duration" for task & RITM"For incident, we can calculate "duration", but I can't calculate it for task.If the item is Open:Display the time elapsed from the request submission date to the current date.If the item is Closed:Displ...

Question

Service Operations Workspace – How to add a custom icon below “Home” on the sidebar panel?

In this article, we will see how to configure a custom icon on the sidebar panel of the Service Operations Workspace landing page. Navigate to Experiences -> and select “Service Operations Workspace” from UX Applications. Make sure the “...

Article

CSA prep continue

when you set a policy that is applied to all data entered into the platform (UI,import sets, or web services). where does this policy required the Default?a) Networkb) Serverc) Clientd) Browser

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